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The process of solving problems with self-service technologies: a study from the user’s perspective

Author

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  • Alireza Nili

    (Queensland University of Technology)

  • Mary Tate

    (Queensland University of Technology)

  • David Johnstone

    (Victoria University of Wellington)

Abstract

Even the most reliable self-service technologies (SSTs) sometimes fail to meet the user’s expectations. This can occur due to technical errors, user service support staff or the user’s own mistakes. Although extensive research has been done on topics such as user complaining behaviors and the role of businesses in solving SST problems, little research has focused on the user’s own role in solving these problems. In this study, we review the extant studies of SST problems and resolution in the wider business literature; review the prominent theories of problem-solving from multiple disciplines; explain the limitations of existing studies and theories in the context of self-service and SSTs; and develop a process theory specifically for this context.

Suggested Citation

  • Alireza Nili & Mary Tate & David Johnstone, 2019. "The process of solving problems with self-service technologies: a study from the user’s perspective," Electronic Commerce Research, Springer, vol. 19(2), pages 373-407, June.
    • Handle: RePEc:spr:elcore:v:19:y:2019:i:2:d:10.1007_s10660-018-9304-0
    DOI: 10.1007/s10660-018-9304-0
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    References listed on IDEAS

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    1. Zhu, Zhen & Nakata, Cheryl & Sivakumar, K. & Grewal, Dhruv, 2013. "Fix It or Leave It? Customer Recovery from Self-service Technology Failures," Journal of Retailing, Elsevier, vol. 89(1), pages 15-29.
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    3. Belk, Russell, 2014. "You are what you can access: Sharing and collaborative consumption online," Journal of Business Research, Elsevier, vol. 67(8), pages 1595-1600.
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    Cited by:

    1. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).

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